Dear Bob ...You've written before about Help Desks and how hard it is to establish useful metrics [for example "Another helpless desk," Keep the Joint Running 12/17 ...

This data-backed blueprint will help organizations improve the metrics their service desk is measured by to align IT with strategic business goals better. The new resource is intended to guide IT ...

Metrics might be the culprit I’m a developer, and our help desk is driving me nuts. And it isn’t just me — just about everyone else in the department is on the receiving end of the nonsense.

A successful service desk is driven by SLAs (service level agreements) or some other metrics, DiCostanzo said ... desk provides a seat at the customer table when it comes to talking about future ...

"Feedback is important because traditional service desk metrics can only tell so much," says Natalie Sansone, research director at Info-Tech Research Group. "We often see what's called the ...

AUSTIN, Texas--(BUSINESS WIRE)--SolarWinds (NYSE:SWI), a leading provider of powerful and affordable IT management software, today announced its gold sponsorship of Service Management World, July ...

and poor service desk metrics," says Natalie Sansone, Senior Research Analyst at Info-Tech Research Group. "Organizations often believe they need to hire more resources or get a new information ...

MetricNet has the most comprehensive database of process and performance metrics in the industry. About the Service Desk Institute (SDI) The SDI company mission is to inspire service desks to be ...

Jacque is a frequent speaker on electronic security, help desk metrics and careers as well as Agile project management in IT service management. Her certifications include MCSE and other Microsoft ...